Review and proposal of indicators (Key Performance Indicators) for Library and social media
DOI:
https://doi.org/10.3989/redc.2013.1.919Keywords:
KPI, Social media marketing, library 2.0, ROI, performance measureAbstract
The objective of this paper is to review the literature about systems of measure in social networks and present a draft proposal of set of indicators to help the units of information to evaluate the use and impact of their services through social Web o Web 2.0, with the aim to obtain cost and return of investment (ROI) of such services. Libraries have a long way in evaluation process but, in this article, we propose to evaluate the ROI and offer to organizations that support the units of information or libraries, the justification in order to demonstrate the added value they provide with social Web.
Downloads
References
Alvim, L. (2011). Evaluar la comunicación de las bibliotecas en facebook: una propuesta de un marco para el análisis. Actas de las XII Jornadas Espa-olas de Documentación. Málaga. http://www.fesabid.org/malaga2011/actas-de-las-jornadas [Consulta: 24-2-2012].
AMEC (2010). Barcelona Declaration of Measurement Principles: Validated Metrics Social Media Measurement. European Summit on Measurement, 2nd. Barcelona. http://www.instituteforpr.org/2010/06/the-barcelona-declaration-of-research-principles/ [Consulta: 10-3-2012]
Anderson, R. (2011). The Crisis in Research Librarianship. The Journal of Academic Librarianship, vol. 37 (4), 289-290. http://linkinghub.elsevier.com/retrieve/pii/S0099133311000693 [Consulta: 24-2-2012]. http://dx.doi.org/10.1016/j.acalib.2011.04.001
Broady-Preston, J.; Lobo, A. (2011). Measuring the quality, value and impact of academic libraries: the role of external standards. Performance Measurement and Metrics, vol. 12 (2), 122-135. http://www.emeraldinsight.com/10.1108/14678041111149327 [Consulta: 24-2-2012] http://dx.doi.org/10.1108/14678041111149327
Brown, M. (2011). 6 Social Media Metrics you must track: A strategic view of the numbers and stories that matter. http://brainzooming.com/socialmediaroi/ [Consulta: 24-2-2012]
Burriel, F. (2010). Social Media Metrics: métricas y analíticas para medir la rentabilidad en SM. http://www.slideshare.net/ferranburriel/social-media-metrics-5380342 [Consulta: 24-2-2012]
Cahill, K. (2011). Going social at Vancouver Public Library: what the virtual branch did next. Program: Electronic Library and Information Systems, vol. 45 (3), 259-278. http://www.emeraldinsight.com/10.1108/00330331111151584 [Consulta: 24-11-2011] http://dx.doi.org/10.1108/00330331111151584
Casey, M. E.; Savastinuk, L. C. (2006). Library 2.0 Service for the next-generation library. Library Journal, 9/1/2006. http://www.libraryjournal.com/article/CA6365200.html [Consulta: 24-11-2011]
Chua, A. Y. K.; Goh, D. H. (2010). A study of Web 2.0 applications in library websites. Library Information Science Research, vol. 32 (3), 203-211. http://linkinghub.elsevier.com/retrieve/pii/S0740818810000307 [Consulta: 24-11-2011] http://dx.doi.org/10.1016/j.lisr.2010.01.002
Celaya Barturen, J. (2010). Las bibliotecas en las redes sociales: más allá de los "amiguitos". Congreso Nacional de Bibliotecas Públicas, 5º. Gijón. http://hdl.handle.net/10421/4971 [Consulta: 24-11-2011]
González Fernández-Villavicencio, N. (2009). Bibliotecas y marketing en red. BiD: textos universitaris de biblioteconomia i documentació, vol. 23. http://www.ub.edu/bid/23/gonzalez2.htm [Consulta: 24-2-2012]
González Fernández-Villavicencio, N. (2010). ¿Es rentable la biblioteca 2.0. Congreso Nacional de Bibliotecas Públicas, 5º. Gijón. http://hdl.handle.net/10421/4974 [Consulta: 24-11-2011]
González Fernández-Villavicencio, N. (2011). Community manager: ¿dónde termina el marketing y comienza la biblioteca. 19ª Jornadas de Bibliotecas Infantiles, Juveniles y Escolares. Salamanca 2, 3 y 4 de junio: Fundación Germán Sánchez Ruipérez. http://es.scribd.com/doc/57713515/Community-manager-%C2%BFdonde-termina-el-marketing-y-comienza-la-biblioteca-Gonzalez [Consulta: 24-11-2011]
Hernon, P.; Altman, E. (2010). Assessing Service Quality: Satisfying the Expectations of Library Customers (2nd ed.). Chicago, IL.: ALA Editions. PMCid:3140789
Lloret Romero, N. (2011). ROI. Measuring the social media return on investment in a library. Bottom Line: The Managing Library Finances, vol. 24 (2).
Margaix-Arnal, D. (2008a). Informe APEI sobre web social. Gijón: APEI. http://hdl.handle.net/10760/12506 [Consulta: 24-2-2012]
Margaix-Arnal, D. (2008b). Las tecnologías 2.0 aplicadas a las bibliotecas. IV Encuentros de Centros de Documentación de Arte Contemporáneo Gestión de contenidos y tecnologías de la web social aplicadas a los servicios documentales. Valencia: Biblioteca Artium. http://www.artium.org/LinkClick.aspxfileticket=8sfmaYyMfzU%3D&tabid=451&language=es-ES [Consulta: 10-3-2012]
McDaniel, C. (2011). 3 key metrics to measure social media success. Blog Search Engine Watch. May, 30. http://searchenginewatch.com/article/2073592/3-Key-Metrics-To-Measure-Social-Media-Success [Consulta: 24-2-2012]
McKinsey Global Institute (2011). Big data: the new frontier for innovation, competition and productivity. McKinsey.com. http://www.mckinsey.com/mgi/publications/big_data/index.asp [Consulta: 22-11-2011]
Menéndez, J.L. (2011). Medición de las Herramientas de Web Social gestionadas por las unidades de Información. http://www.slideshare.net/joseluismenendez/gestin-del-proyecto-medicin-de-las-herramientas-de-web-social-gestionadas-por-las-unidades-de-informacin-3554572 [Consulta: 22-11-2011]
Merlo Vega, J.A.; Gómez, N. (2010). Dossier: Experiencias bibliotecarias con las tecnologías sociales. Educación y Biblioteca, vol. 177 (mayo-junio). http://www.baratz.es/portals/0/noticias/Dossier%20Educación%20y%20Biblioteca.pdf [Consulta: 24-2-2012]
Muñoz Vera, G.; Elósegui, T. (2011). El arte de medir: manual de analítica web. Barcelona: Profit. p. 185
Oakleaf, M. (2011). The Value of Academic Libraries: A Comprehensive Research Review and Report. Chicago, IL, September: Association of College and Research Libraries, ACRL. http://www.ala.org/ala/mgrps/divs/acrl/issues/value/val_report.pdf [Consulta: 24-11-2011]
Poll, R.; Payne, P. (2006). Impact measures for libraries and information services. Library Hi Tech, vol. 24 (4), 547-562. http://dx.doi.org/10.1108/07378830610715419
Rojas, P. (2011). Qué significa medir en social media optimization. 29 métricas KPI. Blog INESDI, vol. 7. http://www.inesdi.com/2011/07/que-significa-%E2%80%9Cmedir%E2%80%9D-en-social-media-optimization-29-metricas-kpi/ [Consulta: 10-11-2011]
Schiestel, A. (2011). Using social media to save the library. Can it work. Blog Interacter: experimental thinking in marketing, branding & design. http://interacter.wordpress.com/2011/06/09/using-social-media-to-save-the-library-can-it-work/ [Consulta: 29-11-2011]
Thomas, D. B. (2011). Social Media ROI: The Metrics Muddle. Blog Radian6, June 29. http://www.radian6.com/blog/2011/06/social-media-roi-the-metrics-muddle/ [Consulta: 24-11-2011]
Torres-Salinas, D. (2010). Web 2.0 y biblioteca: de la experimentación a la evaluación. Congreso Nacional de Bibliotecas Públicas, 5º. Gijón. http://hdl.handle.net/10421/4973 [Consulta: 24-2-2012]
KPI (2011). Wikipedia, La enciclopedia libre. http://es.wikipedia.org/w/index.phptitle=KPI&oldid=51593222 [Consulta: 10-12-2011]
Published
How to Cite
Issue
Section
License
Copyright (c) 2013 Consejo Superior de Investigaciones Científicas (CSIC)
This work is licensed under a Creative Commons Attribution 4.0 International License.
© CSIC. Manuscripts published in both the print and online versions of this journal are the property of the Consejo Superior de Investigaciones Científicas, and quoting this source is a requirement for any partial or full reproduction.
All contents of this electronic edition, except where otherwise noted, are distributed under a Creative Commons Attribution 4.0 International (CC BY 4.0) licence. You may read here the basic information and the legal text of the licence. The indication of the CC BY 4.0 licence must be expressly stated in this way when necessary.
Self-archiving in repositories, personal webpages or similar, of any version other than the final version of the work produced by the publisher, is not allowed.
